A Sample Call Center Agency Business Plan Template

Are you about starting a call center agency? If YES, here is a complete sample call center agency business plan template & feasibility study you can use for FREE.

Okay, so we have considered all the requirements for starting a call center agency business. We also took it further by analyzing and drafting a sample call center agency marketing plan template backed up by actionable guerrilla marketing ideas for call center agencies. So let’s proceed to the business planning section.

No doubt, call center agency business is indeed a thriving business that has loads of players making huge profits from the industry. One thing is certain, if a call center is well equipped and well positioned, it won’t be too long before corporate organizations from all over the world start outsourcing their customer care services or telemarketing services to such organization.

This is a very good business to dabble into especially is you have people’s skills. This is one way to exhibit your prowess in helping people solve the problem. One of the things that you need to do before fully starting your call center agency business is to write a business plan.

It is true that writing a business plan can be a herculean task -especially if you do not know the technicality that is involved in it. This is where an expert comes in. This expert is able to help you do all the findings and help in writing the plan. This of course comes with a fee. On the flipside, if you think that you will be able to write yours all by yourself with a guideline from a template, then you may want to use an existing template to tweak yours.

Here is a sample call center business plan. However, be sure you are conversant will all then areas of your business.

A Sample Call Center Agency Business Plan Template

Business Overview

A call center (call center) is a centralized office facility that is used for the purpose of receiving or transmitting a large volume of requests by telephone; it could be inbound call center, outbound call center or both.

An inbound call center basically handles incoming calls from clients while and outbound call center is all about making calls to clients and potential clients for the purpose of marketing their products or services or to pass information to people via telephone. Basically the services for outbound call centers revolve around telemarketing, solicitation of charitable or political donations, debt collection and market research et al.

It is on record that the earliest call centers were created during the 1960s, and were known as “Private Automated Business Exchanges” (PABX). So also the earliest example of a modern call center was in the UK is at the Birmingham Press and Mail. They had a GEC PABX 4 ACD, installed in 1965.It is important to state that the coining of the term “call center” is more recent, with the first published use of the term in 1983.

Players in the Telemarketing and Call Center industry provide customer care services and telemarketing services on a contract or fee basis. Telemarketers use telephone or email to promote clients’ products or services, take orders, solicit contributions or provide information on behalf of clients. Customer care services provide phone-based services and assistance to customers of clients. Industry operators do not own the products or provide the services they represent.

From the result of a research carried out in the United States, the Telemarketing and Call Centers industry is concentrated in the Southeast, West and Mid-Atlantic regions reasons being that these areas are the three most populated in the United States, providing a large and stable workforce. These regions also provide affordable real estate that can be used to establish call centers.

Some state and local governments even offer tax and job-creation incentives to attract investors interested in build a call center. The Southeast region has the highest concentration of industry establishments with 24.9 percent of US locations. Florida leads the region, housing 10.3% of domestic locations on its own. In this region, states such as North Carolina and Kentucky offer tax incentives to draw call center business to the state.

Statistics has it that in the United States of America alone, there are about 25,911 registered independent call center businesses responsible for employing about 484,364 employees and the industry rakes in a whooping sum of $21bn annually. The industry is projected that grow by 1.9 percent annually. In the United States of America, the companies with the largest market share in the industry are Convergys and West Corporations.

The Telemarketing and Call Center industry is indeed witnessing a steady growth over the years especially in countries such as the United States, China, India, Philippines and even in the United Kingdom. Though for some players in this industry would prefer to build their call centers in places where they can maximize profits; countries like India, China and The Philippines readily comes to mind

One good thing about starting a call center agency business is that even if you decided to start it in the United States of America, your market will not be restricted to business in the U.S.; the world will be your target market. Many thanks to the internet that has made the world a global village.

All you need to do is to strategically position your call center brand on the internet and you will be amazed at the rate people and business interested in outsourcing their customer care or telemarketing related services to your organization.

Call Center Agency Business Plan – Executive Summary

Cosmos Call Center Agency, LLC is a one stop, standard and licensed call center that is fully equipped with the latest technology in the telemarketing and call center industry. Our call center will be located in the heart of Inglewood, Los Angeles – California, U.S and we are positioned to work for a wide range of client ranging from religious organizations, to political parties to corporate organizations.

Our business goal is to work towards becoming one of the leading call center agency brands in the whole of Los Angeles and in the nearest future compete with the leaders in the industry not only in the United States but also in the global stage.

We are not ignorant of the fact that building a standard and world class call center from the scratch requires huge capital base especially for the purchase of world – class and up – to date call center equipment and software applications et al, which is why we have perfect plans for steady flow of cash from our business partners with interest in our line of business.

We can confidently say that we have a robust financial standing and we are ready to take on any challenge that we encounter in the industry. We are well – staffed and well – equipped to run a 24 hours a day and 7 days a week call center with a well – planned shift system.

We will ensure that all our employees are selected from a pool of qualified and customer centric people in and around Los Angeles – California and also from any part of the United States. We will make sure that we take all the members of our workforce through the required trainings that will position them to meet the expectation of the company and to compete with other players in the United States and throughout the globe.

At Cosmos Call Center Agency, LLC our client’s best interest will always come first, and everything we do will be guided by our values and professional ethics. We will ensure that we hold ourselves accountable to the highest standards by meeting our client’s needs precisely and completely. We will cultivate a working environment that provides a human, sustainable approach to earning a living, and living in our world, for our partners, employees and for our clients.

Cosmos Call Center Agency, LLC is owned majorly by Garry Boston and Geraldine Boston. Geraldine Boston is a certified call center administrator; she has over 15 years of experience in the telemarketing and call center industry. Her husband Garry Boston will be the administrative head of the business. He has an MBA from University of California and he has occupied senior managerial roles before joining his wife to start Cosmos Call Center Agency, LLC.

Our Product and Services

Cosmos Call Center Agency, LLC is going to offer varieties of services within the scope of the telemarketing and call center industry in the United States of America. Our intention of starting our call center in Inglewood – Los Angele is to make profits from the telemarketing and call center industry and we will do all that is permitted by the law in the US to achieve our aim and business goals.

Our business offering are listed below;

Providing telephone answering services

Providing contract or fee-basis telemarketing services

Providing wakeup call services

Providing voice mailbox services

Providing telephone solicitation services

Providing message services

Providing customer service via call centers

Technical support services

Debt collection services

Related call center advisory and consultancy services

Our Vision Statement

Our vision is to become the number one call center agency in the whole of Los Angeles, California within the first five years of starting the business.

Our Mission Statement

Our mission is to build a world class and well equipped call center agency brand that will become the preferred choice for a wide range of client ranging from religious organizations, to political parties to non – profits organization to corporate organizations in the United States of America and the world at large.

Our Business Structure

The success of any business is to a larger extent dependent on the business structure of the organization and the people who occupy the available role. Cosmos Call Center Agency, LLC will build a solid business structure that can support the growth of our call center agency business. We will ensure that we hire competent hands to help us build the business of our dream.

The fact that we want to become one of the leading call center brand in the industry in the whole of the United States of America makes it highly necessary for our organization to deliberately build a well – structured business from the onset.

We will work hard to ensure that we only attract people with the right mindset to help us achieve our business goals and objectives in record time. Below is the business structure that we will build Cosmos Call Center Agency, LLC;

Regularly hold meetings with key stakeholders to review the effectiveness of HR Policies, Procedures and Processes

Facilitates and coordinate strategic sessions.

Works directly with clients in a non-advising capacity, such as answering questions, scheduling appointments and making sure all training concerns are properly taken care off

Oversees the smooth running of the daily office activities.

Marketing and Sales Executive (Business Developer)

Identify, prioritize, and reach out to new partners, and business opportunities et al

Identifies business opportunities; follows up on development leads and contacts; participates in the structuring and financing of projects; assures the completion of music projects.

Responsible for supervising implementation, advocate for the customer’s needs, and communicate with clients and music artists

Develops, executes and evaluates new plans for expanding increase sales

Documents all customer contact and information

Represents the company in strategic meetings

Helps increase sales and growth for the company

Accountant

Responsible for preparing financial reports, budgets, and financial statements for the organization

Provides managements with financial analyses, development budgets, and accounting reports; analyzes financial feasibility for the most complex proposed projects; conducts market research to forecast trends and business conditions.

Responsible for financial forecasting and risks analysis.

Performs cash management, general ledger accounting, and financial reporting for one or more properties.

Responsible for developing and managing financial systems and policies

Responsible for administering payrolls

Ensures compliance with taxation legislation

Handles all financial transactions for the company

Serves as internal auditor for the company

Call Center Manager / Call Center Supervisor

Responsible for managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;

Responsible for forecasting and analyzing data against budget figures on a weekly and/or monthly basis.

Client Service Executives / Call Center Agents

Ensures that all contacts with clients (e-mail, walk-In center, SMS or phone) provides the client with a personalized customer service experience of the highest level

Through interaction with clients on the phone, uses every opportunity to build client’s interest in the company’s products and services

Manages administrative duties assigned by the manager in an effective and timely manner

Consistently stays abreast of any new information on the company’s products, promotional campaigns etc. to ensure accurate and helpful information is supplied to clients when they make enquiries

Front Desk Officer

Receives Visitors / clients on behalf of the organization

Receives parcels / documents for the company

Handles enquiries via e-mail and phone calls for the organization

Distribute mails in the organization

Handles any other duties as assigned my the line manager

Call Center Agency Business Plan – SWOT Analysis

We are aware of the importance of knowing our areas of strength and weaknesses, and we have gone to a good length to make that known. Cosmos Call Center Agency, LLC engaged the services of a core professional in the area of call center consulting and business structuring to assist the organization in building a standard call center agency that can favorably compete with other leading call center agency brands in the United States of America and the world at large.

Part of what the business consultant did was to work with the management of the company in conducting a SWOT analysis for Cosmos Call Center Agency, LLC. Here is a summary from the result of the SWOT analysis that was conducted on behalf of Cosmos Call Center Agency, LLC;

Strength:

Our core strength lies in our service offerings, the power of our team and the state of the art call center equipment and software applications that we have. We have a team that can go all the way to give our clients value for their money. We are well positioned in the heart of Inglewood, Los Angeles and we know we will attract loads of clients from the first day we open our call center for business.

Weakness:

As a new call center in Los Angeles, it might take some time for our organization to break into the market and attract some well – established corporate clients; that is perhaps our major weakness. Another weakness is that we may not have the required cash to pump into the promotion of our business the way we would want to.

Opportunities:

The opportunities in the telemarketing and call center industry are massive especially in Los Angeles, and we are ready to take advantage of any opportunity that comes our way.

Threat:

Technology and the internet which of course is a major tool for the advancement and gains achieved in the telemarketing and call center industry can also poses a threat to the industry. The truth is that with the advancement of technology, it is now easier for organizations to leverage on software applications to conduct their telemarketing, market research and communicate with their clients.

So also, just like any other business, one of the major threats that we are likely going to face is economic downturn. It is a fact that economic downturn affects purchasing / spending power. Another threat that may likely confront us is the arrival of a new call center company in same location where our target market exist and who may want to adopt same business model like us.

Call Center Agency Business Plan – MARKET ANALYSIS

Market Trends

The Telemarketing and Call Center industry is indeed witnessing a steady growth over the years especially in countries such as the United States, China, India, Philippines and even in the United Kingdom. Though for some players in this industry would prefer to build their call centers in places where they can maximize profits; countries like India, China and The Philippines readily comes to mind

One good thing about starting a call center agency business is that even if you decided to start it in the United States of America, your market will not be restricted to business in the U.S.; the world will be your target market. Many thanks to the internet that has made the world a global village.

All you need to do is to strategically position your call center brand on the internet and you will be amazed at the rate people and business interested in outsourcing their customer care or telemarketing related services to your organization.

The industry has experienced steady growth over the last five years as the US economy picked up traction. The trend is that domestic industry has largely been outsourcing operations to low-wage countries for a number of years, which has historically resulted in limited growth.

In line with healthy growth, call centers have increasingly used technological advancements, including cloud-based systems, social media, voice recognition software and other broadband-enabled technology, to become more efficient. As technology becomes less costly and more accessible for industry operators, numerous new entrants have been enticed into the industry.

Our Target Market

The target market for the telemarketing and call center industry is all encompassing because of their service offerings. In view of that, we have created strategies that will enable us reach out to various corporate organizations and individual who we know will need our services.

We have conducted our market research and survey and we will ensure that our call center attracts the kind of clients we would love to work with. Below is a list of the people and organizations that we have specifically market our services to;

Marketing agencies (Handle their telemarketing)

Religious Organizations (For fund raising and campaigns)

Non – Profits Organizations / NGOs (For fund raising and campaigns)

Telecommunication agencies ( who would want to outsource some of their call center services)

Advertising and Branding Agencies

Corporate Organizations

Political Parties(For fund raising and campaigns)

Our Competitive Advantage

We are mindful of the fact that there is stiffer competition in the telemarketing and call center industry in the United States of America; hence we have been able to hire some of the best business developer to handle our sales and marketing.

Cosmos Call Center Agency, LLC might be a new entrant into the telemarketing and call center industry in the United States of America, but we are coming into the industry with core professionals and of course a standard world – class call center with the latest equipment and software applications in the industry. We are well – positioned in Inglewood Los Angeles – California.

Lastly, our employees will be well taken care of, and their welfare package will be among the best within our category (startups telemarketing and call center agencies) in the industry meaning that they will be more than willing to build the business with us and help deliver our set goals and achieve all our aims and objectives.

Call Center Agency Business Plan – SALES AND MARKETING STRATEGY

Call center business is not a business that you have to retail products which is why we must do all we can to maximize any opportunity that comes our way to attract people to hire of services.

Our sales and marketing team will be recruited based on their vast experience in the telemarketing and call center industry and they will be trained on a regular basis so as to be well equipped to meet their targets and the overall goal of the organization.

We will also ensure that our excellent service delivery speaks for us in the market place; we want to build a standard and well equipped call center that will leverage on word of mouth advertisement from satisfied clients / artists.

Our business goal is to build our call center agency business to become the number one choice in the whole of Los Angeles – California which is why we have mapped out strategy that will help us take advantage of the available market and grow to become a major force to reckon with not only in the U.S but in the world stage as well.

Cosmos Call Center Agency, LLC is set to make use of the following marketing and sales strategies to attract clients;

Introduce our business by sending introductory letters alongside our brochure to organizations and key stake holders in Los Angeles and other parts of the U.S.

Advertise our business in relevant magazines, newspapers, TV stations, and radio station.

List our business on yellow pages ads (local directories)

Attend relevant international and local telemarketing and call center expos, seminars, and fairs et al

Create different packages for different category of clients in order to work with their budgets and still deliver top notch services

Cosmos Call Center Agency, LLC is established with the aim of maximizing profits in the telemarketing and call center industry and we are going to go all the way to ensure that we do all it takes to attract our target market. Cosmos Call Center Agency, LLC will generate income by offering the following services;

Providing telephone answering services

Providing contract or fee-basis telemarketing services

Providing wakeup call services

Providing voice mailbox services

Providing telephone solicitation services

Providing message services

Providing customer service via call centers

Technical support services

Debt collection services

Related call center advisory and consultancy services

Sales Forecast

One thing is certain when it comes to telemarketing and call center services; it is always cheaper for organizations to outsource this services. This goes to show that any call center that is well – equipped and well positioned will always attract clients and that will sure translate to increase in revenue generation for the business.

We are well positioned to take on the available market in Los Angeles California and beyond and we are quite optimistic that we will meet our set target of generating enough income / profits from the first six month of operations and grow the business and our clientele base beyond Los Angeles – California to other cities in the U.S. and even the global market.

We have been able to critically examine the telemarketing and call center market and we have analyzed our chances in the industry and we have been able to come up with the following sales forecast. The sales projection is based on information gathered on the field and some assumptions that are peculiar to startups in Los Angeles – CA.

Below is the sales projection for Cosmos Call Center Agency, LLC, it is based on the location of our business and other factors as it relates to telemarketing and call centers agency start – ups in the United States;

First Fiscal Year-: $350,000

Second Fiscal Year-: $700,000

Third Fiscal Year-: $1.5M

N.B: This projection is done based on what is obtainable in the industry and with the assumption that there won’t be any major economic meltdown and there won’t be any major competitor offering same telemarketing and customer care services as we do within same location. Please note that the above projection might be lower and at the same time it might be higher.

Our Pricing Strategy

The nature of telemarketing and call center services makes it easier for operators in this industry to charge her clients fees based on the nature of job / project to be carried out, the timeline the project is to be delivered, the workforce required to execute the project and of course the resources needed to complete the project.

At Cosmos Call Center Agency, LLC we will keep our fees below the average market rate for all of our clients by keeping our overhead low and by collecting payment in advance. In addition, we will also offer special discounted rates to start – ups, nonprofits, cooperatives, and small social enterprises who engage our services to help them reach out to their target market and also to help them raise funds for their projects.

Payment Options

At Cosmos Call Center Agency, LLC, our payment policy will be all inclusive because we are quite aware that different people prefer different payment options as it suits them. Here are the payment options that we will make available to our clients;

Payment by via bank transfer

Payment via online bank transfer

Payment via check

Payment via bank draft

Payment with cash

In view of the above, we have chosen banking platforms that will help us achieve our plans with little or no itches.

Call Center Agency Business Plan – Publicity and Advertising Strategy

We have been able to work with brand and publicity specialist to help us map out publicity and advertising strategies that will help us walk our way into the heart of our target market. We are set to take the telemarketing and call center industry by storm which is why we have made provisions for effective publicity and advertisement of our call center agency.

Below are the platforms we intend to leverage on to promote and advertise Cosmos Call Center Agency, LLC;

Offer Pro Bono services to Non – profits Organizations as part of our community social responsibility

Ensure that our we position our banners and billboards in strategic positions all around Los Angeles – CA

Distribute our fliers and handbills in target areas

Contact corporate organizations, religious organizations, Non – Profits Organizations and political parties by calling them up and informing them of Cosmos Call Center Agency, LLC and the services we offer

Advertise our call center agency business in our official website and employ strategies that will help us pull traffic to the site

Brand all our official cars / buses and ensure that all our staff members and management staff wears our branded shirt or cap at regular intervals.

Call Center Agency Business Plan – Financial Projections and Costing

In setting up any business, the amount or cost will depend on the approach and scale you want to undertake. If you intend to go big by renting a place, then you would need a good amount of capital as you would need to ensure that your employees are well taken care of, and that your facility is conducive enough for workers to be creative and productive.

This means that the start-up can either be low or high depending on your goals, vision and aspirations for your business.

The tools and equipment that will be used are nearly the same cost everywhere, and any difference in prices would be minimal and can be overlooked. As for the detailed cost analysis for starting a telemarketing and call center agency; it might differ in other countries due to the value of their money.

The cost of setting up a telemarketing and call center business to a larger extent has reduced from what it used to be; many thanks to the advancement of technology and perhaps the internet. These days it is now easier to see people set up a smaller call center in their offices facilities with little or no stress.

However, this is what it would cost us to start Cosmos Call Center Agency, LLC in the United of America;

The Total Fee for incorporating the Business in Los Angeles, California – $750.

The budget for Liability insurance, permits and license – $2,500

The Amount needed to acquire a suitable Office facility with enough space for standard call center in a business district 6 months (Re – Construction of the facility inclusive) – $250,000.

Cosmos Call Center Agency, LLC is going to start as a family business that will be solely owned and managed by Garry Boston and his wife Geraldine Boston. Both of them will be the financial of the business, but may likely welcome other partners later, which is why they have decided to restrict the sourcing of his start – up capital to 3 major sources.

These are the areas we intend generating our start – up capital;

Generate part of the start – up capital from personal savings

Source for soft loans from family members and friends

Apply for loan from my Bank

N.B: We have been able to generate about $200,000 (Personal savings $150,000 and soft loan from family members $50,000) and we are at the final stages of obtaining a loan facility of $400,000 from our bank. All the papers and document has been duly signed and submitted, the loan has been approved and any moment from now our account will be credited.

CALL CENTER BUSINESS GROWTH: Sustainability and Expansion Strategy

The future of a business lies in the numbers of loyal customers that they have the capacity and competence of the employees, their investment strategy and the business structure. If all of these factors are missing from a business (company), then it won’t be too long before the business close shop.

One of our major goals of starting Cosmos Call Center Agency, LLC is to build a business that will survive off its own cash flow without the need for injecting finance from external sources once the business is officially running. We know that one of the ways of gaining approval and winning customers over is to equip our call center facility with state of the equipment, technology and software applications.

Cosmos Call Center Agency, LLC will make sure that the right foundation, structures and processes are put in place to ensure that our staff welfare are well taken of. Our company’s corporate culture is designed to drive our business to greater heights and training and re – training of our workforce is at the top burner. As a matter of fact, profit-sharing arrangement will be made available to all our management staff and it will be based on their performance for a period of three years or more.

We know that if that is put in place, we will be able to successfully hire and retain the best hands we can get in the industry; they will be more committed to help us build the business of our dreams.

Check List / Milestone

Business Name Availability Check: Completed

Business Incorporation: Completed

Renting of Office cum Call Facility: Completed

Setting Up Of The Call Center Facility: In Progress

Intellectual Property Protection and Trademark: Completed

Opening of Corporate Bank Accounts various banks in the United States: Completed